Your customers may come to you because you give them a good price and great service. In day-to-day business, they may never get to know you that well. But their interest in you grows the second there’s a problem.
Research shows that a business that handles complaints well is more likely to retain a customer’s business than one that never receives a complaint. Why? A relationship is built during the returns process. And what happens to a relationship when a complaint is handled badly? Well…it soon ends.
IBS software ensures complaints are managed and customers retained. It shouldn’t be a bolt-on: it’s a mainstay of your business.
Automating your response to customers
If you sell thousands of products to thousands of customers you need an automated complaints process. They need to be able to return a poor quality product and you need to be able to replace it quickly. You can’t send the new product with the same flaw — customers find that very frustrating — and you can’t invoice them for the replacement if they have already paid.
IBS automates the returns and requests process to make the experience as smooth as possible for your customer and intuitive for you:
- It alerts you of returns and gets your approval to send a replacement.
- It tells your customer service staff what’s going on.
- It manages all the actions and paperwork needed to get a replacement to your customer as quickly as possible.
- If you decide on a percentage refund to compensate your customer, the system will manage that too.
- It tracks the original product from supplier through your system to identify the source of the problem.
- If a batch of products exhibit similar problems it will initiate a recall and monitors their return to the original manufacturer (you can set quality control and return criteria within the system).
- If a product is put back on the shelf, the quality control process lets your staff know if it’s fit for resale.
- It also reports on trends in quality problems so that you can continually improve your business.